How do I troubleshoot issues with historical reports in Amazon Connect?

Resolution

Before troubleshooting issues with historical reports, be sure you have the permissions required to view historical reports.

After a report is published, any user with the Saved reports, Create permission can create, edit, or delete the schedule of your report.

Note: Only the user who created the report can delete the report. Admin or emergency access accounts can't delete a saved report published by another user. However, you can use either an Admin account or an emergency access account to access the reports of your instance and unpublish the report. If a report is unpublished, then it's removed from the list of Saved reports, but isn't deleted.

Troubleshooting historical report scheduling errors

Missing schedule option

To schedule reports, you must turn on and configure the Amazon Simple Storage Service (Amazon S3) bucket where the reports will be saved.

To configure an Amazon S3 bucket for reports, do the following:

1. Open the Amazon Connect console.
2. On the instances page, choose the instance alias.
3. In the navigation pane, choose Data storage.
4. Choose Edit, and then specify the bucket and KMS key for exported reports.
5. Choose Save.

Error message: Schedule report creation unsuccessful

If you use blank spaces in the prefix to specify the location for the report file in Amazon S3, then the preceding error might occur. When setting up the scheduled report, you can add or update a prefix for the report files. To resolve this error, remove the blank spaces in the prefix, and then schedule the report to run again.

Note: Scheduled reports are saved as CSV files in the Amazon S3 bucket specified for reports for your contact center.

If correcting the prefix doesn't resolve the error message, then do the following:

1. Create a HAR file to capture browser related issues.
2. Create a Support case.
3. Attach the HAR file and a screenshot of the error message to the support case.

Reports aren't scheduled for my time zone

Reports can be scheduled only in the UTC time zone. The historical metrics available in the console are viewable in different time zones. For more information, see Schedule a historical metrics report.

Troubleshooting historical report creation errors

When generating a historical metrics report with filtering you receive the following error: "Failed to generate report. Please try again in a few minutes. Report this error with exceptionId:aabxxxxx-a93c-xxxx-9042-xxxxdf12xxxx"

The preceding error might occur when running a historical report with an incorrect configuration. An incorrect configuration includes running a report with metrics that can't be grouped or filtered by queue, phone number, or channel.

To resolve this error, remove the following metrics that can't be grouped or filtered:

• Non-Productive Time
• Online time
• Error status time

If changing the report groupings or filters doesn't resolve the error message, then do the following:

1. Create a HAR file to capture browser related issues.
2. Create a Support case. Be sure to indicate the type of report (Queues, Agents, or Phone numbers) and the report custom settings (selected metrics and filters).
3. Attach the HAR file and a screenshot of the error message to the Support case.

When generating a historical metrics report, you receive the following error**: "The report includes more records than the maximum allowed. To create a report with fewer records, please select a shorter time range, apply different filters, or select fewer metrics to include in the report. You can also use Amazon Kinesis to stream your contact data for advanced monitoring and analytics."**

The preceding error occurs when your historical report exceeds the 80k cell limit for a report. The 80k cell limit applies to the total number of cells (columns * rows), accounting for grouping and filtering. To reduce the report records to under 80,000 cells, consider the following:

• Create multiple historical reports by customizing the report by Time range.
• Reduce the selected report criteria, such as, the time interval or the number of historical metrics in the report.
• Use filters to control the data included in the report.

Historical metric report limitations

Consider the following when scheduling historical reports:

• Using 15 minute intervals creates reports for only three days at a time. Also, the report can't list data more than 35 days old. This means that the report contains data within the past 35 days and only three days of data can be viewed at a time.
• Using 30 minute intervals creates reports for only three days at a time. Also, the available data is based on a two-year retention period. This means that the report contains data within the past two years and only three days of data can be viewed at a time.
• Using a Daily interval or Total interval creates reports for 31 days. Also, the available data is based on a two-year retention period. This means that the report contains data within the past two years and only 31 days of data can be viewed at a time.

For more information, see Historical report limits.

To export records without these limitations, you can turn on data streaming for your Amazon Connect instance. Then, use a consumer, such as an AWS Lambda function, to poll the streams and perform monitoring and analytics. For instructions on streaming and storing contact trace records, see Data streaming on AWS.

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